Personalize Patient Relationships and
Connect Care Journeys with CRM
Session #125, February 13, 2019
Ashwini Zenooz, MD
SVP and General Manager, Healthcare and Life Sciences
@azenooz
• Understand how leading healthcare organizations are
transforming engagement with technology to create
seamless, personalized end-to-end journeys for patients,
providers, and employees
• Discover how customer relationship management (CRM)
fosters collaboration, productivity, engagement, and patient
and employee satisfaction
• Learn how changing models of care delivery, patient
empowerment, and consumer expectations in healthcare
are shaping engagement trends
Learning Objectives
Thank
You
Our Best Experience Anywhere
Becomes Our Expectation Everywhere
Patient Experience
and Engagement
Are Becoming the
Differentiators
70%
said their most recent
healthcare visits
influence their loyalty to
an organization
Source: Press Ganey
Experience of a Chronically Ill Patient…
Lugging Health Data to Every Appointment
Build an Ecosystem with
the Person at the Center
Healthcare Needs a
Connected Engagement Platform
Harlan Krumholz, MD
Professor of Medicine (Cardiology) and
Epidemiology and Public Health
@hmkyale
Laying the
Foundation for
Innovation and
Intelligence
James Lacey, Jr., PhD, MPH
Professor and Director, Division of Health Analytics,
Department of Computational and Quantitative Medicine
@jimlaceyjr
CRM is the
Connective Tissue
for Personalized Engagement
and Scalable Experiences
